Scheduling staff

[maverick]

Would like to know what is a good ratio of schedulers to agents?

[Dex_delight]

The work schedule shall of course vary depending on the job requirement.

1. make an inventory of the current & future human resource requirements
2. Reconcile and check for internal consistency
3. Make a pro-active campaign-speficific staffing plan and master schedule depending on schedules for different campaigns, calling time (depends on the clients and state you will be calling for).

[jp2time]

I like to keep my WFM team at about a 1/125 ratio. That however is dependant on what the workload is like. If they are also entering exceptions and if those exceptions are tracked minute by minute you might bring that down to 1/100.

[n_meghanath]

75-100 is a good figure and it is considered industry standard

[maverick]

Originally posted by n_meghanath
75-100 is a good figure and it is considered industry standard

What if you are using a WFM system to handle the activity